Customer journeys

I'm taking a guess that a new BBC post, with a job description that, over six pages, doesn't mention 'Over 75s', is designed to sort out the unpleasantness of collecting licence fees from elderly people who haven't paid for one since they were 75.

"The Head of Service Development will develop contact centre and field services requirements and processes lead and be accountable for providing business assurance in regards to the quality of service being provided by the BBC’s outsourced operation. They will act as a subject matter expert in regards to operational projects. They will challenge in order to drive improvements to customer journeys."

The postholder will have to ride shotgun on Capita's 'outreach team', as first mentioned by Director of Policy Clare Sumner to the DCMS Select Committee. “We are recruiting a specific group of people who will pay support visits to this group and help them understand what the system is and help them apply. They will be a different cohort to people who enforce the licence fee.”

How many sympathetic ways can you think of to say 'cough up' ?